Full Time Adoptions Counselor

3 weeks ago

Santa Rosa, United States Humane Society of Sonoma County Full time

**Department**:Adoptions **Hours**:40 hrs./week includes

weekends
**FLSA Classification**:FT non-exempt **Reports To**:Adoption Program Manager
**Starting Pay**:$16.50-18.00 DOE

**SUMMARY**
The Adoptions Counselor is charged with handling all functions at the front desk of the animal shelter including
adoptions, both on and off-site, and for ensuring quality customer service for external and internal customers.
Counselors facilitate appropriate adoptions by understanding the needs of animals in the adoption program and
matching them with prospective adopters; this includes preparing animals for adoption, interacting with customers,
screening potential adopters, explaining organization philosophies, policies and procedures, providing general
information and preparing necessary paperwork.

In addition to adoptions, a large portion of their time is spent handling other front desk duties such as intake of stray
animals, animal surrenders, transfers, assistance with lost pets, processing occasional cremation requests, promoting
and processing training class registrations and gratefully accepting donations. The Adoption Department works closely
with the Behavior and Training Department, Shelter Medicine, Foster Department and volunteers.

**DUTIES AND RESPONSIBILITIES**
- Ensure a culture of high quality customer service for both internal and external customers.
- Participate in animal surrender and adoption process, as well as stray intake from the public.
- Partner with and supervise volunteers assisting in the department.
- Provide information to the public on all services and programs of the Humane Society, articulating the
- organization's policies and philosophies in a positive manner.- Remain educated and up-to-date on the animals available for adoption.
- Problem-solve and think creatively to provide a positive outcome for clients and the animals in our care.
- Diffuse conflict when necessary.- Understand animal behavior and common issues in order to make good adoption matches.
- Monitor the health of adoptable animals reporting any medical or behavioral problems to the Adoptions
- Manager or Medical team.- Treat all animals humanely at all times; display kindness, compassion and empathy for both people and
- animals.- Embrace a culture of team work and cooperation.
- Photograph adoptions keeping record of positive adoption stories.
- Communicate courteously when denying a request.- Maintain efficient interdepartmental procedures and processes.
- Support outreach and offsite adoption events.
- Follow up on adoptions via phone after animal has been placed in a new home.
- Complete opening and closing procedures including running reports and balancing cash drawer.
- Provide advice to clients having problems with their pet with the goal of keeping the animal in the home.
- Assist individuals with lost and found pets, creating and checking reports frequently.

Adoption Counselor Page 1
Rev: May 2024
- Process animal cremation requests (may require handling of deceased animals).
- Assist with cleaning animal areas and equipment as needed.
- Occasional intake of wildlife.
- Communicate and partner with other community agencies.
- Other duties as assigned.

**Supervision**:This position reports directly to the Adoption Program Manager with secondary reporting to the Shelter
- Manager. This position may supervise volunteers as needed.***

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Knowledge of_:
- Customer service principles which establish a positive customer experience.
- Animal behavior and common medical conditions.
- Shelter management system (Shelter Buddy) or other data management system experience.
- MS Office Suite (Word, Excel, PowerPoint).
- Basic photography using a smart phone or point and shoot camera.
- Skills:_
- Strong interpersonal skills; ability to be personable, outgoing, patient, professional and compassionate under
- pressure.- Ability to participate and collaborate in a team environment.
- Excellent verbal and written communication skills.
- Accurate typing, data entry and computer skills.
- Logic and reasoning to evaluate alternative solutions, conclusions or approaches to problems.
- Good attention to detail.
- Math acumen and an ability to balance daily income and expense data.
- A love of both animals and people and willingness to accommodate animals in the workplace.
- Ability to: _
- Remain pleasant and calm under stressful situations.- To gather information, ask appropriate questions along with the ability to feel and show empathy for others.
- Manage multiple tasks, people and situations simultaneously.
- Work with animals of unknown disposition and those who may exhibit medical or other problems, as well as
- aggressive behavior.- Resolve conflicts and work with mínimal supervision.
- Work in a fast paced and changing environment.
- Transport animals as needed.

**QUALIFICATIONS**:

- Two years’ customer service related work.- High School diploma or equivalent.
- Experience eit

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